Richard Mayne · Country & Operations Leader
Retail and multi-site leadership across Southeast Asia and Australia.
I've spent more than 25 years turning strategy into daily execution, as Country Manager, Retail Director and Head of Operations at Harvey Norman, Courts, Spotlight and StorHub.
Through Mayne & Loh, I help retail and service businesses improve commercial performance, develop their leaders and strengthen the customer experience across locations.
Selected results and responsibilities from my operating career. Mayne & Loh client outcomes are shown on the Results page.
About Me
I built my career on closing the gap between head office strategy and what actually happens in front of the customer. I work alongside leaders, managers and frontline teams to find what's holding performance back, remove the obstacles, and build clear ownership of the result.
My experience spans P&L responsibility, large format retail, branch networks, leadership development and market entry. I've led teams of more than 100 people and managed complex customer-facing operations.
Through Mayne & Loh, I bring that operating experience to businesses looking for practical improvement. I start with a clear business problem, inconsistent sales execution, inefficient processes, weak management visibility, or a customer experience that changes from branch to branch.
I combine commercial discipline with customer experience practice. Processes, coaching, dashboards and AI tools get chosen around the people doing the work and the result the business needs.
Operating Career
My career spans country management, major retail operations and a national self-storage network. The roles below sit apart from my consulting practice, so it's clear which is which.
I lead consulting and selected advisory work in retail operations, customer experience, Southeast Asian market execution and practical AI implementation. I personally lead the diagnosis, the commercial recommendation and the direction of every engagement.
Focus: a defined operating problem, an agreed measure of success and improvements the client team can sustain.
I led operations across StorHub's 18-facility Singapore network, working with branch teams on customer-facing operations, sales and service execution and consistent operating standards.
Operating scope: an 18-facility national network.
I held responsibility for commercial performance, teams, customer experience and operating execution across both markets.
Selected achievement: grew sales from S$12 million to S$17 million.
I led a major large-format retail operation, with sales, service, staffing, stock-flow and customer experience all reporting to me.
Selected achievement: grew annual sales from S$93 million to S$132 million within two years.
I helped establish and operate an international retail business in Malaysia, adapting the model to local customers, teams and commercial conditions.
Focus: market entry, local execution and commercial leadership.
How I Lead
01 · Understand
I listen to managers and frontline teams, watch the customer experience for myself and look at the workarounds people have built. I want to understand the constraint before I decide on the response.
02 · Prioritise
I agree with you what needs to improve and how we'll measure it, sales, conversion, cost, retention, response time or operational risk.
03 · Develop
I set clear expectations, build capability and remove obstacles. I make ownership, and the support available, explicit rather than assumed.
04 · Sustain
I use practical standards, coaching and a regular review of results to make the change last. Technology should support that discipline, not replace it.
Working With Me
I lead the initial conversation, the diagnosis and the strategic direction myself. Where a project needs specialist development, design, data or regional support, we agree who does what.
01 · Clarify
We talk through what's happening, who it affects and the commercial reason to address it.
02 · Diagnose
I work with your team to understand the causes, agree priorities and set the measures that will show progress.
03 · Implement
I develop and test the processes, frontline standards or tools inside your live operation, not on a slide.
04 · Embed
I equip your managers with training, documentation and a review rhythm so the improvement outlasts my involvement.
AI can support my analysis, content adaptation, prototyping and workflow automation. I stay responsible for every recommendation, with human review and clear ownership of decisions.
Regional Perspective & Credentials
My operating career spans Singapore, Malaysia and Australia, alongside consulting and market-entry work across Southeast Asia, including Indonesia. I bring that experience to how customer expectations, teams and local commercial conditions genuinely differ from one market to the next.
CCXP
Customer insight, strategy, measurement and culture, applied to practical operating decisions rather than theory.
Monash University
Academic grounding in the region's history and culture, alongside direct commercial experience on the ground.
Singapore-based
A regional base for consulting engagements, executive leadership and advisory work.
Speak Directly With Me
Consulting & Implementation
Bring me a problem in sales execution, customer experience, management capability, operating processes or Southeast Asian market execution.
Our first working session clarifies the problem and whether a focused diagnostic would help. I agree scope, deliverables and fees with you before any paid work begins.
Executive, Interim & Advisory
I welcome confidential conversations about Country Manager, General Manager, Managing Director, Head or Director of Operations and selected COO appointments.
My focus is retail, consumer services, self-storage and other multi-site businesses. I'm also open to select board and advisory opportunities where my operating and regional experience adds something the organisation doesn't already have.
Common Questions
Yes. I lead the working session, the diagnosis, the commercial recommendation and the strategic direction. Specialists may support defined parts of delivery, with responsibilities agreed at the start.
Yes. I welcome confidential discussions about senior executive, interim leadership and selected board or advisory mandates. Contact me directly to discuss the role, scope and timing.
No. Harvey Norman, Courts, Spotlight and StorHub are my prior operating career, not consulting engagements. My client outcomes appear separately on the Results page.
No. My experience also covers self-storage and other customer-facing operations. I can support any multi-site service business where consistent execution, capable managers and commercial discipline matter.
Specialists support defined development, data, design or regional requirements. AI may assist my analysis, drafting, prototyping and workflows, but I keep human review and clear accountability for every recommendation and delivery.
Contact Me
Whichever path fits, I'd rather hear from you directly than have you work through a generic form.